For Pat Murphy, the president and CEO of Mastercraft Remodeling Inc., having his own master bath redone some six years ago was a true learning experience — a learning experience in what NOT to do.
“Although the end product turned out beautifully, the actual remodeling process itself really did not meet our expectations. No one told us what to expect. From a communications standpoint, it was a disaster,” Murphy said.
The experience led the Jacksonville native to launch his own remodeling company.
“Although at that time I didn’t know much about remodeling, I thought, ‘There’s got to be a better way than this,’” he said. Murphy objected not only to the contractors’ somewhat erratic comings and goings, but also to the fact that as far as the remodeling process, he was kept totally in the dark.
“As a contractor, it’s our job to manage the customer’s expectations. Like any relationship, the perception is the reality,” he said. “It’s inevitable: with any remodeling project, there are going to be variables. If you have bad weather, you have to make allowances for that (in terms of the job taken longer than originally anticipated). You have to factor in time for inspections and so forth. If you don’t convey that information to your customer, then you’re not doing your job.”
As chairman of the Northeast Florida Builders Association Remodelors Council, Murphy wants to promote the industry and encourages anyone engaged in remodeling to get involved.
“We’ve grown to over 60 members. The secret is getting all of them involved in the work of the council on behalf of the industry and community,” he said.
Whenever his company is considered for a job, one of the first things Murphy does is explain to the potential client that invariably there will be problems — it’s the nature of the beast.
“For six months, the remodeler becomes part of these peoples’ lives — and like any relationship, there are going to be highs and lows. We try to encourage them not to focus on what happens in the middle, but instead to focus on what’s going to happen in the end, when they see a result that’s going to be beautiful,” said Murphy.
In the beginning, customers almost invariably pose two questions:
• How much will it cost?
• How long will it take?
“We explain that if they choose everything down to the door knob, then we can tell them how much, down to the nickel,” said Murphy. “What people don’t realize is that what drives a project are the finishes. You can spend anywhere from $2 for a square of tile to $35 for a square of marble, and from $900 for a standard vanity to $4,000 for one that’s custom-made. I tell them that it’s like asking, ‘How much is a bag of groceries?’ You can’t possibly know until you see what’s going in it.”
Before he started his remodeling company, Murphy was with American Graphics Communications, which many people know as The Murphy Company. His wife is now president and CEO.
Born and raised in Jacksonville, Murphy and his family live in San Jose.
“Although the end product turned out beautifully, the actual remodeling process itself really did not meet our expectations. No one told us what to expect. From a communications standpoint, it was a disaster,” Murphy said.
The experience led the Jacksonville native to launch his own remodeling company.
“Although at that time I didn’t know much about remodeling, I thought, ‘There’s got to be a better way than this,’” he said. Murphy objected not only to the contractors’ somewhat erratic comings and goings, but also to the fact that as far as the remodeling process, he was kept totally in the dark.
“As a contractor, it’s our job to manage the customer’s expectations. Like any relationship, the perception is the reality,” he said. “It’s inevitable: with any remodeling project, there are going to be variables. If you have bad weather, you have to make allowances for that (in terms of the job taken longer than originally anticipated). You have to factor in time for inspections and so forth. If you don’t convey that information to your customer, then you’re not doing your job.”
As chairman of the Northeast Florida Builders Association Remodelors Council, Murphy wants to promote the industry and encourages anyone engaged in remodeling to get involved.
“We’ve grown to over 60 members. The secret is getting all of them involved in the work of the council on behalf of the industry and community,” he said.
Whenever his company is considered for a job, one of the first things Murphy does is explain to the potential client that invariably there will be problems — it’s the nature of the beast.
“For six months, the remodeler becomes part of these peoples’ lives — and like any relationship, there are going to be highs and lows. We try to encourage them not to focus on what happens in the middle, but instead to focus on what’s going to happen in the end, when they see a result that’s going to be beautiful,” said Murphy.
In the beginning, customers almost invariably pose two questions:
• How much will it cost?
• How long will it take?
“We explain that if they choose everything down to the door knob, then we can tell them how much, down to the nickel,” said Murphy. “What people don’t realize is that what drives a project are the finishes. You can spend anywhere from $2 for a square of tile to $35 for a square of marble, and from $900 for a standard vanity to $4,000 for one that’s custom-made. I tell them that it’s like asking, ‘How much is a bag of groceries?’ You can’t possibly know until you see what’s going in it.”
Before he started his remodeling company, Murphy was with American Graphics Communications, which many people know as The Murphy Company. His wife is now president and CEO.
Born and raised in Jacksonville, Murphy and his family live in San Jose.